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AGENT TERMS

Agent Terms of Service

EFFECTIVE: AUGUST 27, 2026

These Terms of Service are an agreement between you and Casewave, Inc. ("Casewave," "we," "us"). They govern your subscription to and use of the Casewave service. Please read them carefully — Section 18 (Disclaimers), Section 19 (Limitation of Liability), and Section 21 (Dispute Resolution; Arbitration; Class Action Waiver) affect your legal rights. By checking the acceptance box at signup, you agree to these Terms, including the Data Processing Terms in Section 11.

1. Definitions

  • "Casewave" — Casewave, Inc., the provider of the Service.
  • "Agent," "Subscriber," "you" — the licensed life-insurance agent (and, where applicable, the agency entity on whose behalf that agent acts) subscribing to the Service.
  • "Client" or "Consumer" — a customer, policyholder, prospect, or beneficiary of the Agent whose information is processed through the Service, including end users of the Client Portal.
  • "Casey" — the artificial-intelligence assistant made available within the Service.
  • "Book of Business" — the collection of Client, policy, and servicing records the Agent manages through the Service.
  • "Workflow" — a unit of servicing work managed in the Service; "Action" — an individual step within a Workflow, which may be assigned to the Agent, a Client, or Casey.
  • "Service" — the Casewave software platform, including the agent application, the Client Portal, and Casey.

2. Eligibility; Agent representations

You represent and warrant, on signup and continuously during your subscription, that:

  1. you are a life-insurance agent licensed and in good standing in each state in which you use the Service to service business;
  2. the licensing information you provide — including your National Producer Number (NPN), agency identifiers, licensed states, and errors-and-omissions coverage details — is accurate and kept current;
  3. you maintain errors-and-omissions coverage appropriate to your practice;
  4. you are at least 18 years old; and
  5. if you accept these Terms on behalf of an agency or other entity, you have authority to bind it, and "Agent" includes that entity.

3. The Service

Casewave provides software that automates post-sale servicing work for licensed life-insurance agents — such as beneficiary changes, direct-deposit authorizations, service requests, and annual reviews — together with a Client Portal through which your Clients complete tasks you or the Service assign to them. The Service is a tool for your servicing practice. It is not an insurance service and does not replace your professional judgment or your obligations to your Clients.

4. What Casewave is not

Casewave is not an insurance carrier, an insurance agency, an agent of record, or a licensed insurance producer. Casewave does not give insurance advice, does not make coverage, claims, eligibility, or pricing recommendations, and owes no fiduciary duty to you or to your Clients. Nothing in the Service — including any output of Casey — is insurance, legal, tax, or financial advice. You remain solely responsible for all professional judgments, recommendations, and regulatory obligations owed to your Clients.

5. Account and security

  1. You are responsible for maintaining the confidentiality of your credentials and for all activity under your account, including activity by anyone you authorize to use it.
  2. Your account is protected by two-factor authentication, which is required when you set up your account.
  3. You will notify us promptly at [email protected] if you suspect your credentials or account have been compromised.

6. Your data responsibilities and warranties

The Service processes information about people who are not party to this agreement — your Clients and their beneficiaries — and you are the one with the legal relationship to them. You represent, warrant, and agree that:

  1. Authority. You have a lawful basis and all authority, rights, notices, and consents needed to upload, enter, or import Client data into the Service — including information about third parties such as beneficiaries contained in your files, imports, and carrier records.
  2. Notices and consents. You have given any notices and obtained any consents your Clients (or applicable law) require for Casewave to process their information on your behalf.
  3. Your regulatory duties remain yours. You remain responsible for your own obligations under state insurance law, privacy and information-security laws applicable to you as a licensee, and your contracts with carriers, FMOs, and other parties. The Service is designed to support those obligations; using it does not transfer them to Casewave, and we do not warrant that your use of the Service satisfies them.
  4. Prohibited entries in free-text fields. You will not enter Social Security numbers, bank account or routing numbers, government ID numbers, or health information into free-text fields (including notes and chat). The Service warns against this and automatically masks Social Security and financial account number patterns, but the obligation not to enter them is yours. Sensitive information of this kind is collected only through the e-signature system of record (Section 8).
  5. Accuracy. You are responsible for the accuracy of the data in your Book of Business.

7. AI assistant

  1. Casey is an AI system and is disclosed as one. The Service identifies it to you and to your Clients with the following disclosure, which these Terms incorporate: "You are chatting with Casey, an AI assistant. Casey does not give advice — your licensed agent handles anything that needs professional judgment."
  2. Processing by model providers. Conversations with Casey may be processed by third-party AI model providers listed on our Subprocessor page.
  3. No warranty of accuracy. Casey's output may be incomplete or incorrect. You are responsible for reviewing it before relying on it or communicating it to a Client.
  4. Binding actions are human-gated. Actions that bind you or a Client — such as submitting a servicing change for execution — require review and approval by a human.
  5. No insurance advice; no consequential decisions. Casey does not give insurance advice. You may not use Casey or the Service to make, or as a substantial factor in making, consequential decisions — including decisions about insurance eligibility, coverage, claims outcomes, or pricing. This prohibition is part of the Acceptable Use Policy (Section 13) and is a condition of your use of the Service.

8. Electronic signatures and executed documents

DocuSign is the system of record for executed documents. By using signature features you consent to conducting those transactions electronically (see our E-Sign Consent, incorporated by reference); DocuSign's own terms and consent govern its envelopes. Casewave stores envelope status and identifiers only; executed documents remain in DocuSign, and DocuSign's retention applies to them.

9. Fees, billing, and automatic renewal

  1. Fees. Subscription fees, billing interval, and any applicable taxes are presented at checkout. Payments are processed by Stripe on Stripe-hosted pages; card details never touch Casewave's systems.
  2. AUTOMATIC RENEWAL. Your subscription renews automatically at the end of each billing period, at the renewal price and interval disclosed at checkout, until you cancel. Consent to automatic renewal is collected as a separate step at checkout, and we send you an acknowledgment email that includes cancellation instructions.
  3. Cancellation — online, in the app. You can cancel at any time in Settings → Billing, which opens your billing portal. Cancellation takes effect at the end of the current billing period. You do not have to call anyone to cancel.
  4. No partial-period refunds. Except where required by law, fees are non-refundable; when you cancel, you keep access through the end of the period you paid for.
  5. Price changes. We will give you at least 30 days' notice of any price change, by email and in the app, before it applies to your renewal.
  6. Renewal reminders. Where required by law (including for California subscribers), we send a renewal reminder at least annually with the renewal terms and how to cancel.

10. Data ownership and license

Your Book of Business is yours. You grant Casewave — and the subprocessors acting on Casewave's behalf (Section 11.5) — a limited, non-exclusive license to host and process it to provide, maintain, secure, and support the Service — including ordinary internal operations such as performance monitoring, troubleshooting, usage analytics, and improving the Service — and for fraud prevention and legal compliance.

What Casewave will not do with your data: we will never sell it; we will not use it for advertising; we will not use it to train general-purpose AI models; and we will not create data products, benchmarks, or industry reports from it — whether identified, de-identified, or aggregated.

11. Data processing terms

These terms let you keep your own regulatory posture intact when you use a service provider. They apply to all Client data you process through the Service:

  1. Service provider role. Casewave acts as your service provider (in privacy-law terms, a processor) for Client data, processing it only on your documented instructions as expressed through the Service's features and this agreement.
  2. Confidentiality and purpose limitation. Casewave will not use or disclose Client data except to provide the Service, as permitted by this Section, or as required by law, and will not use it for any purpose other than performing services for you. Casewave personnel and subprocessors with access to Client data are bound by confidentiality obligations. (This clause is intended to satisfy the service-provider exception in state insurance privacy regulations based on NAIC Model 672.)
  3. Safeguards. Casewave maintains a written information security program with administrative, technical, and physical safeguards appropriate to the sensitivity of Client data, including: industry-standard TLS in transit; provider encryption at rest; individual field-level encryption of dates of birth, agent notes, policy numbers, and intake records; database-enforced tenant isolation that fails closed; and an append-only audit log of sensitive reads and writes.
  4. Security-event notice — 24 hours. Casewave will notify affected Agents within 24 hours of determining that a security event has affected their Client data, and will provide information reasonably needed for the Agent's own notification obligations.
  5. Subprocessors. Casewave uses the subprocessors listed on its public Subprocessor page, will keep that page current, and will notify Agents by email of new subprocessors that will process Client data.
  6. Deletion and return. On termination, Section 15's grace period and deletion terms apply; deletion is implemented by cryptographic erasure (Section 15.5).
  7. New York Part 500. For Agents subject to 23 NYCRR Part 500, Casewave's program addresses §500.11's third-party service provider considerations, including access controls, multi-factor authentication at account setup, encryption of nonpublic information in transit and at rest as described above, and the notice commitment in this Section.

12. Confidentiality

Each party will protect the other's non-public information with at least the care it uses for its own similar information, use it only as needed to perform under these Terms, and not disclose it except to personnel and advisors under confidentiality obligations. Standard carve-outs apply: information that is public through no fault of the recipient, already lawfully known, independently developed, or required to be disclosed by law (with notice where lawful).

13. Acceptable use; copyright complaints

  1. You will comply with the Acceptable Use Policy, which is incorporated into these Terms. In summary and without limiting it: no unlawful use; no scraping or automated access without authorization; no reverse engineering; no probing or testing the security of the Service without written authorization; no using the Service for clients you do not service; no reselling or sharing access; and no use of Casey for consequential decisions (Section 7.5).
  2. Copyright complaints (DMCA). We respond to copyright notices sent to our designated agent: Copyright Agent, Casewave, Inc., 304 S. Jones Blvd #1336, Las Vegas, NV 89107; phone 302-219-5977; [email protected]. Notices must include the information required by 17 U.S.C. §512(c)(3). We will terminate the accounts of repeat infringers in appropriate circumstances.

14. Third-party services

The Service depends on third-party services listed on our Subprocessor page (for example, e-signature, payments, authentication, and AI model providers). We do not control them and do not warrant their availability. Executed documents are retained by DocuSign under DocuSign's terms.

15. Term, suspension, and termination

  1. Term. These Terms apply from your acceptance until your subscription ends and any grace period expires.
  2. Suspension. We may suspend the Service for cause — nonpayment, a material violation of these Terms or the Acceptable Use Policy, or a genuine security risk — with notice where practicable.
  3. Changes to the Service. The Service will evolve: we may add, modify, or improve features in the ordinary course of operating it. We will not materially reduce the core functionality of the Service during a period you have paid for without at least 30 days' notice.
  4. Termination by Casewave; discontinuation. We may terminate these Terms for convenience, or discontinue the Service entirely, on at least 30 days' notice to you. If we do, we will refund the prepaid fees for the unused portion of your billing period, and the grace-period and deletion terms below apply.
  5. Effect of termination; deletion. After your subscription ends, your account enters a 90-day grace period during which you may reactivate. After the grace period, we delete your data; deletion is implemented by cryptographic erasure — destroying the encryption keys renders the encrypted data unrecoverable, including in backups. Records we are required to retain (Section 9 of the Privacy Policy, including audit records and servicing message history retained as business records) are kept per the retention schedule and then disposed of.
  6. Survival. Sections 6, 10–12, 15.5, and 16–23 survive termination.

16. Intellectual property; feedback; publicity

  1. Casewave and its licensors retain all rights in the Service. No rights are granted except as stated in these Terms.
  2. If you give us feedback, you grant us a perpetual, irrevocable, royalty-free license to use it without restriction or obligation.
  3. We will not use your name or logo in marketing without your consent.
  4. CASEWAVE™ is a trademark of Casewave, Inc.

17. Beta features

Features identified as beta, preview, or early access are provided as-is, may change or be withdrawn at any time, and are excluded from any commitments in these Terms.

18. Disclaimers

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE." TO THE MAXIMUM EXTENT PERMITTED BY LAW, CASEWAVE DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. CASEWAVE DOES NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR SECURE, OR THAT THE OUTPUT OF CASEY WILL BE ACCURATE OR COMPLETE. CASEWAVE DOES NOT WARRANT THAT THE SERVICE OR YOUR USE OF IT SATISFIES YOUR REGULATORY OBLIGATIONS.

19. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW: (A) NEITHER PARTY IS LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, REVENUE, OR DATA; AND (B) CASEWAVE'S TOTAL LIABILITY ARISING OUT OF OR RELATING TO THE SERVICE OR THESE TERMS IS LIMITED TO THE GREATER OF THE FEES YOU PAID IN THE 12 MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM OR $100. THESE LIMITS DO NOT APPLY TO YOUR INDEMNIFICATION OBLIGATIONS, EITHER PARTY'S BREACH OF SECTION 12 (CONFIDENTIALITY), OR CASEWAVE'S INDEMNIFICATION FOR IP INFRINGEMENT UNDER SECTION 20.

20. Indemnification

  1. By you. You will defend and indemnify Casewave against third-party claims arising from: data you uploaded or entered without the authority described in Section 6; your violation of laws or regulations applicable to you as a licensed producer; or the conduct of users you authorize.
  2. By Casewave. Casewave will defend and indemnify you against third-party claims that the Service, as provided by us and used as permitted, infringes a U.S. patent, copyright, or trademark, subject to Section 19's cap. We may modify or replace the Service to make it non-infringing, or terminate and refund prepaid unused fees, as the remedy.

21. Dispute resolution; arbitration; class action waiver

  1. Informal resolution first. Before filing a claim, each party will give the other written notice of the dispute and 30 days to resolve it informally.
  2. Arbitration. Any dispute arising out of these Terms or the Service that is not resolved informally will be finally resolved by binding arbitration administered by the American Arbitration Association under its Commercial Arbitration Rules, seated in Delaware, before a single arbitrator. Judgment may be entered in any court of competent jurisdiction.
  3. Carve-outs. Either party may (a) bring an individual claim in small-claims court, or (b) seek injunctive relief in court for infringement or misuse of intellectual property or confidential information.
  4. CLASS ACTION WAIVER. DISPUTES WILL BE RESOLVED ONLY ON AN INDIVIDUAL BASIS. NEITHER PARTY MAY PARTICIPATE IN A CLASS, CONSOLIDATED, OR REPRESENTATIVE PROCEEDING.
  5. Mass filings. If 25 or more demands for arbitration are filed presenting similar claims by or with the assistance of coordinated counsel, the parties agree the AAA will administer them in staged batches of up to 50, with a bellwether process: filing fees are due only as a demand's batch proceeds, and the parties will meet and confer in good faith after each stage.
  6. Opt-out. You may opt out of this arbitration agreement by written notice to [email protected] within 30 days of first accepting these Terms; opting out does not affect the rest of these Terms.
  7. Governing law; venue. These Terms are governed by Delaware law, excluding its conflicts rules. For matters not subject to arbitration, the exclusive venue is the state and federal courts located in Delaware, and each party consents to their jurisdiction.

22. General

  • Notices. We may give notice by email to your account address; notice is deemed given when sent. Legal notices to Casewave go to [email protected].
  • Assignment. You may not assign these Terms without our consent. Casewave may assign these Terms in connection with a merger, acquisition, or sale of all or substantially all of its assets, with notice to you.
  • Force majeure. Neither party is liable for delay or failure caused by events beyond its reasonable control.
  • Entire agreement; severability; no waiver. These Terms (with the documents they incorporate) are the entire agreement about the Service and supersede prior discussions. If a provision is unenforceable, the rest remains in effect. A failure to enforce is not a waiver.
  • Export control and sanctions. You may not use the Service in violation of U.S. export control or sanctions laws.

23. Changes to these Terms; contact

We may update these Terms. For material changes we will give you at least 30 days' advance notice by email and in the app before the new version takes effect; continued use after the effective date constitutes acceptance. Changes to Section 21 (Dispute Resolution) require your fresh affirmative acceptance and do not apply retroactively without it. Each version's effective date and a changelog are published with the document.

Questions: [email protected].